Job Title: IT Support Officer

Department: Information Systems – Infrastructure & Operations

Job Summary

To provide first and second level technical support to end-users, ensuring timely resolution of incidents, service requests, and maintaining availability of end-user computing services across all branches.

Main Responsibilities

• Oversee IT helpdesk operations to ensure timely and effective incident and service request resolution.
• Monitor SLA compliance and prepare regular performance and service reports.
• Develop, maintain, and enforce IT standard operating procedures (SOPs) and knowledge base documentation.
• Manage endpoint security controls and user provisioning activities.
• Provide end-user support for laptops, Microsoft 365, business applications, video. conferencing systems (Visio/VC), and Citrix environments.
• Assist with basic network troubleshooting and connectivity issues.
• Maintain IT asset inventory and tagging.
• Support IT projects, including digital transformation and cloud-related initiatives.
• Identify opportunities for process improvement and operational efficiency within IT support services.

Job Requirements

• Minimum a Diploma / Bacc +2
• Minimum 2 years of relevant experience
• Good understanding of Windows OS, Microsoft 365, Teams, Outlook
• Basic networking knowledge (LAN/WAN, Wi-Fi troubleshooting)
• Hands-on experience with laptops, desktops, printers, and peripherals
• Familiarity with IT ticketing systems
• Understanding of IT security basics (password hygiene, phishing awareness)
• Excellent communication and customer service skills
• Ability to multitask in a fast-paced environment
• Strong organisational skills with attention to detail
• Ability to handle end-users with patience and professionalism
• Team player with positive attitude toward learning

The company reserves the right to call only the qualified candidates for the selection exercises. Applications received after the closing date might not be considered. The company also reserves the right not to proceed with the vacancies